Game customer service is a game! What a joke!!

I purchased a chest freezer online on 26 November. It’s was delivered to my house 4 dec. I unwrapped the freezer on the 8th dec, as the courier just dropped off the parcel. I found that the freezer had a massive dent on the front. I took photos and sent a complaint to game customer service- asking for an immediate exchange. I recieved a ticket number. So I thought I would recieve a call back to confirm details on the Monday. I recieved no call or email. So I waited for Tuesday. Nothing. So I called customer service. They told me they recieved the email but no pictures, could I resend the email and it will then be escalated. So I resent the email 3 times on the Tuesday, again on Wednesday and again on Thursday.... no reply. So I called customer service again on Friday to find out what was going on. After a long discussion with the lady, she informed me that I needed to take multiple angles of the dent, and that they would not be able to deliver a new freezer at the same time as when they collect the damaged freezer. It would need to be collected and first inspected at the warehouse. And that there was no way of me knowing if they got my email at all, I would just have to call them back to find out (and waste more airtime) Could I resend the email with more pictures.... so I resend with more pictures. No reply back with a ticket number. I then phone back at 5,30pm to find if they recieved my emails. The lady this time tells me there is a back log from Black Friday...(if you can’t keep up - then don’t participate). She sees my email and that it has been eacalated... great news. So when can the damaged freezer be collected I ask. She says I need to wait again. Monday 17th is a public holiday. So Tuesday comes, I wait u till mid-day to call. The lady tells me it has been escalated, she’ll push to get a reply by the end of the day. So I informed her that if I don’t recieve a reply by end of today that I would then much rather have a refund and Game must arrange the collection of the damaged item. I’d rather go spend my money elsewhere. It’s now 11:06pm. Iv has no response. I don’t understand how you can call it customer service. When I’m chasing you for a reply. You are in the wrong. You have delivered a faulty item to a customer. You should have arranged for the item to be unpacked and checked. Not just left at my door (which by the way the delivery was unexpected as I was not not notified that it would be delivered on that day). It is the most useless customer service I have ever come across, you clearly dont care that you are loosing a customer.